Online customer experience in e-retailing: an empirical model of antecedents and outcomes

By Susan Rose, Moira Clark, P. Samouel, Neil Hair. 2012

1,060 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/b658bed5fa9e057950634e731000010105275c65

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Information Systems and Management

1. Chun-Ming Chang
2. Cristiana Raquel Lages
3. J. Marbach
4. Isabelle Brun
5. Lova Rajaobelina
6. Bilitis Berthiaume
7. Daniel Nunan
8. G. Mortimer

In Marketing

1. G. Mortimer
2. Lynda Andrews
3. Jillian D. Martin
4. Lien Lamey
5. Kristina Melis
6. Katia Campo
7. Cristiana Raquel Lages
8. J. Marbach

In Sociology and Political Science

1. G. Mortimer
2. Lynda Andrews
3. Jillian D. Martin
4. Chun-Ming Chang
5. Cristiana Raquel Lages
6. J. Marbach
7. Isabelle Brun
8. Lova Rajaobelina

Citations in the corpus

• Generative artificial intelligence in marketing: Applications, opportunities, challenges, and research agenda (2023, background): “Prior researchers have suggested that personalization has a positive effect on customer experience (Rose et al. 2012; Tyrväinen et al., 2020) and personalized messages lead to greater customer engagement (Buttle & Stan, 2015).”
• The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda (2018, neutral): “In line with this theory, research on CE concurs that both cognition and affect have an impact on CE, both online and offline (e.g. Mano and Oliver 1993; Rose et al. 2012).”
• Engaging customers during a website visit: a model of website customer engagement (2016, background): “Another stream was initiated by Hoffman and Novak (1996), who extended the concept of flow (Csikszentmihalyi, 1990) to online contexts, suggesting that flow promotes ‘stickiness’ with the website and enhances customer experiences (Bilgihan et al., 2015; Rose et al., 2012; Shim et al., 2015).”
• Impact of customer experience on loyalty: a multichannel examination (2017, background): “As mentioned, those researchers having examined customer experience based on the dimensions advocated by Schmitt (1999a) view it above all as an integrative concept (e.”
• Toward a conceptualization of the online shopping experience (2014, background): “0 technology, virtual environments may be places where the customer and retailer jointly co-create experiences (Kohler et al., 2011; Rose et al., 2012).”
• Online grocery shopping: the impact of shopping frequency on perceived risk (2016, methodology): “Online repurchase intention is a key outcome of the customers’ online shopping experience, recognising that past purchasing behaviour often leads to continued purchasing behaviour (Hansen 2006; Rose et al. 2012).”
• Examining branding co-creation in brand communities on social media: Applying the paradigm of Stimulus-Organism-Response (2018, background): “Researchers (see Mollen and Wilson, 2010; Rose et al., 2012; Eroglu et al., 2003) extended this framework to website experience, consumer behaviour areas and computer experience etc.”